4/10 Poor
Kelli
Travelled with partner
3 May 2024
Disliked: Amenities
We booked our stay almost two months on advance. I called the day we were to arrive to confirm our stay and let them know our plane landed close to 1:00 a.m. but would still need an airport shuttle. I was told to just call when we landed and they would send the shuttle. I called back when we landed. The night clerk asked for my name and when I told him, he did they didn't have us down. I assured him my room was already paid for and confirmed earlier in the day. He said okay, I'll just send you a shuttle. The shuttle came and the driver, Wilbur, couldn't have been any better! He was very kind, funny, and helpful. He explained their computer system went down but that they should have our reservation on their printout. When we got there, the clerk said he thought I told him a different last name on the phone. He sifted through the print out list and had me double check. We finally found my name on the list but was listed as"new"and no room was assigned. He apologized and said he couldn't give us a room because he didn't know what was available due to the computers being down. He told us to go next door to Tru of Hilton and if we hurried, we "might" get one! Super maddening as it was closer to 2:00 a.m at this point! And, he couldn't issue a refund because the computer was down. We began to walk to the other hotel and Wilbur came to the rescue and was courteous enough to take us over with our bags. Just can't say enough kind things about Wilbur.
Kelli
Stayed 1 night in May 2024